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Santander Consumer USA, Inc. complaints

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PO Box 961245
Fort Worth, TX 76161 | Get Directions

(888) 222-4227

http://www.santanderconsumerus...

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Total Amount in Dispute:
$145,031.00

Total Amount Settled:
$0.00

Complaint Experience

45%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaints typically allege account issues, problems with billing, payments are not applied correctly, and issues with collection calls.

Complaint Closing Statistics

31 complaints against Santander Consumer USA, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
13	Agreed to make an adjustment
1	Refusing to make an adjustment
9	Refuse to adjust, relying on terms of agreement
7	Unanswered

31 complaints against Santander Consumer USA, Inc.

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10/13/2025

RESPONSE: Complaint was not answered Amount in Dispute: $839.76 Amount Settled: $0.00

Customer Complaint

9/17/2025

I was charged double on my car payment. I called and was told they would refund the extra payment. Instead they hit me with another payment. I called them back and they wanted a fax of my bank statement. Of course, the bank statement doesn't show the current charges. When I contacted my bank for help. They said "Let me guess, Santander" this is obviously an on going problem with them. Now I'm several hundred dollars behind because of this. Over charged $716.09 plus $58 in over draft fees Resolution Sought Refund the over payment and then he over draft fees

7/28/2025

RESPONSE: Complaint was not answered Amount in Dispute: $456.00 Amount Settled: $0.00

Customer Complaint

7/2/2025

I had a car wreck not at my fault 4/9/25 my car was a total loss and this was where my loan was with a bankruptcy I've called multiple times over the past few months to get my title and my refund of 456 and some change I have got transferred more times than I can count talked to not nicely and different stories each time I call they said my refund would be mailed out 6/4/25 which I still have not received we are trying to settle this wreck with the other party and need items from Santander to do so I called back two days ago and today and now saying it's being looked at and can take some time I need my refund and I can't get anywhere from any one that answers I've talked to supervisors bankruptcy team and still no refund one says it was mailed out another says they couldn't mail it until 6/4/25 now another says we don't know if you are getting it This was over payed by me before my car was a total loss Resolution Sought I want my refund for the 456 so we can settle this

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